Automation triggered at SLA breach won't work if the trigger falls outside the SLA calendar

Question

Hi all,

I have setup an SLA 9:00 to 17:00 calendar so all my SLA countdowns only work within this period (business hours)

If one of our tickets remains at "Solution provided" status for at least 8 business days (40 business hours) without getting any response from the customer, then this ticket should be automatically converted to "Complete" also giving an automated message to the customer.

I have setup an automation for that; when the 40 hours SLA is breached then automatically comment the ticket and move it to "Complete". The 40-hour SLA counter starts counting when a ticket is moved to "Solution provided" status

This works pretty fine (along with all the rest of the automations I have). Except for one case:

If an agent moves a ticket to status "Solution provided" outside the business hours (9:00 to 17:00) e.g. at 17:30 then the SLA counter will start counting next day at 9:00 AM. This means that it will be breached (if no comment is received) after 8 business days at exactly 17:00 o'clock of the 8th day.

When this happens then the automation is triggered few seconds/minutes after 17:00 and strangely, no action is taken i.e. no auto-comment, no transitions of the case.

I am posting some images for your reference

SLA Calendars

Audit log of the automation of interest. No actions is taken when the rule is triggered outside the SLA calendar

Is there a setting that I might be missing? Why is this happening?

I though of triggering the rule earlier e.g. 5 minutes before the SLA is breached so that to avoid cases like the above, but I am not sure if this would help, since it might also happen in cases I have initially moved to "Solution provided" status at 9:05 AM for example.

Thanks a lot for your help in advance.

Kind regards,

Ioannis

Ioannis Tsavlidis · Answer

Hi @Fabian Lim

Back then I have filed a support request and I was contacted by Atlassian Cloud support with the following, providing some workarounds:

"""

This is an issue at our end where the SLA breached rules may not work if SLA ends exactly at end of the day. This has been identified as a bug by our developers and we're tracking the same here:

https://jira.atlassian.com/browse/JSDCLOUD-10294

I'd recommend you to add yourself as a watcher to the bug report to be notified when any update is posted by our Products Team. Also, click the This affects my team link if the bug has an impact on your team. Please feel free to add any comments you think are necessary and/or important to the bug report. For additional information on Atlassian's bug-fix policy, please visit this guide.

https://confluence.atlassian.com/support/atlassian-cloud-bug-fix-policy-206865884.html

As an alternate solution, you can create another automation rule on SLA threshold breached condition with breached by more than as the trigger on the same SLA to capture all the issues that are not closed by the current automation due to this bug.

Another workaround is, you can create a custom field for SLA breach and a legacy rule that will update that custom field to a specific value when the SLA is breached. With this rule running, you can change the trigger of the current automation to field value changed. This will allow you to have the automation rule with a trigger that functions more reliably for SLA breaches.
"""

Eventually what I did was to set the rule execution to be triggered 10 minutes earlier than the SLA breach, which appears to be working quite OK at least up to now, for our project.

BR,

Ioannis

Fabian Lim · Answer

Hi @Ioannis Tsavlidis

Can you share the details of an audit log when no actoins are performed?

Regards